Traditional customer support systems, such as Interactive Voice Response (IVR), rely on rigid scripts and lack the flexibility required for handling complex, policy-driven tasks. While large language model (LLM) agents offer a promising alternative, evaluating their ability to act in accordance with business rules and real-world support workflows remains an open challenge. Existing benchmarks primarily focus on tool usage or task completion, overlooking an agent’s capacity to adhere to multi-step policies, navigate task dependencies, and remain robust to unpredictable user or environment behavior. In this work, we introduce JourneyBench, a benchmark designed to assess policy-aware agents in customer support. JourneyBench leverages graph representations to generate diverse, realistic support scenarios and proposes the User Journey Coverage Score, a novel metric to measure policy adherence. We evaluate multiple state-of-the-art LLMs using two agent designs: a Static-Prompt Agent (SPA) and a Dynamic-Prompt Agent (DPA) that explicitly models policy control. Across 703 conversations in three domains, we show that DPA significantly boosts policy adherence, even allowing smaller models like GPT-4o-mini to outperform more capable ones like GPT-4o. Our findings demonstrate the importance of structured orchestration and establish JourneyBench as a critical resource to advance AI-driven customer support beyond IVR-era limitations.

Generating domain-specific content such as legal clauses based on minimal user-provided information can be of significant benefit in automating legal contract generation. In this paper, we propose a controllable graph-based mechanism that can generate legal clauses using only the topic or type of the legal clauses. Our pipeline consists of two stages involving a graph-based planner followed by a clause generator. The planner outlines the content of a legal clause as a sequence of keywords in the order of generic to more specific clause information based on the input topic using a controllable graph-based mechanism. The generation stage takes in a given plan and generates a clause. The pipeline consists of a graph-based planner followed by text generation. We illustrate the effectiveness of our proposed two-stage approach on a broad set of clause topics in contracts.